ComplaintsforSpinLife.Com, LLC

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased natural fit handrims based off their description on there website. Put them on my chair and they where slippery. Pushing and braking was very difficult. Wanted to return them and was told because I mounted them I would not receive a refund. I looked on their site again and saw the surge handrim with rubber ring around them. They offered them to me at a discount. When I received them they had holes drilled in to the sides of them. Clearly used and modified. Told me there would be a 30% restocking fee, but their website says 20%. Stay away from this company. Good luck!!!

  

  Business response

  03/26/2024

  Dear Mr. *******,

  We are sorry that the Natural Fit hand rims did not work out for you. Since they could not be returned we transferred the funds from that order to the new order for the Surge hand rims. The manufacturer confirmed with us that holes in the side are part of the manufacturing process and that the hand rims that you received were new. Our restocking fee is 20%, not the 30% you were quoted in error. A return authorization was issued and we waived the restocking fee for you as we consider you to be a valued customer and we appreciate your business. Once the Surge hand rims are received back we will be able to refund you in full.
  Sincerely,
  SpinLife Customer Service

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order for a power lift chair was placed on 12/13/23. Estimated ship date was 4-6 weeks. I receive an update that the ship date was delayed to Feb. 8, 2024. On Feb. 12 I called customer service and was told I'd get a call the next morning regarding the status of the chair. I did not get a call. I called again today, 2/15/24, and spoke to a representative who could not tell me the status of the chair or an estimated delivery, the reason being that the warehouse "was checking on it." I told her I needed more information and that I'd like to speak to a person who might know more details about the order. She just repeated that the warehouse was checking on it. The order # is *********. The cost is $2,184.53 including delivery into the home. My husband greatly needs that chair, and I need to know if it's really going to be delivered soon or not. I appreciate any help you are able to give. Thank you.

  

  Business response

  02/22/2024

  Dear Ms. *****,

  We apologize for the delay in providing you an update on the shipment of your order. The ship date has been delayed by the manufacturer due to production delays. We are providing you with a free White Glove delivery service for the inconvenience for this delay. You are a valued customer and we appreciate your business. It is our hope that you will consider SpinLife for your future mobility needs.

  Sincerely,

  SpinLife Customer Service

  Customer response

  02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Looking forward to prompt delivery.
  Regards,
  
  ***** *****

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/22/2024 I ordered a wheelchair and back to the wheelchair from spinlife. I ordered an 18 inch wide by 18 inch tall back. I opted to have that back painted to match the rest of the wheelchair. On 2/7/2024 I received the back without it being signed for which was supposed to be my way of checking the product and rejecting it if needed. Once I opened the box I immediately knew the back was too small only to be told by spinlife the back can’t be returned because it is painted and wasn’t rejected when delivered. Nowhere in the initial purchase was I made aware of these policies that are now being mentioned. I was fitted for this chair by a physical therapist and a seating specialist. The back is too small because Ali Mobility says with cushions it’s only 15 and 3/4 inches, which again wasn’t told to me anywhere in ordering this back. I simply need a larger back instead of the one I received that’s too small. After spending nearly 3,000 dollars for the chair and back you’d think this wouldn’t be an issue.

  

  Business response

  02/20/2024

  Dear Mr. ********,
  We are sorry there was an issue with the size of the back you ordered and received for your wheelchair. We are glad you were able to work with one of our customer service reps to set a return authorization for a refund. Your refund is being processed today 2/20/2024 back to your credit card.
  Thank you,
  SpinLife Customer Service

  Customer response

  03/01/2024

  Spinlife offered a partial refund for something that clearly is a mistake on their part or the manufacturer. I didn’t order a part based off the model but instead a measurement specification. 18 inches wide is a perfect size that can’t later be refunded and then said to be 16 inch. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a VivaLift Radiance by Pride chair on 11/22/22. The chair arrived approximately 2 weeks later, and after assembly didn’t work. A replacement chair was then sent out and received approximately 10 days later. The condition of the box when received is on file with Spinlife, 11 photos in total. Areas of box were crushed and marred horribly. The chair, at approximately 10 months old, developed a few cracking and popping sounds that were brushed off by SpinLife as “normal”.

  Now, New Year’s Day, the leg rest starts malfunctioning, a large very visible gap appears where the backrest meets the seat, and a horrible banging sound when bringing chair back to the neutral position develops. I emailed my original salesperson, Lisa, and she promptly referred me to the Repairs Department on 1/6/24.

  A video of how the chair is NOT functioning properly was sent to Josh in Repairs. Evidently, this is how this company does their diagnostics, via video and pictures!? So, I was advised he’d ordered a new “scissors kit”, because that’s the problem! Was told they’d ship 1/16 (today) or before.

  Well, if I call Toyota and simply let them listen to a noise on my vehicle, do you think they can make a proper diagnosis? Anyway, no parts have been received, so I call again today, and also resend video and picture PLEADING FOR A REPAIR TECH TO BE PERMITTED TO COME AND PROPERLY DIAGNOSE PROBLEM!!

  I am then advised, part is still on back order and now expected to ship in another 10 days! Meanwhile, my poor husband with rods and screws in his back and heart issues has been without a chair 16 days already and now being told another 10 days for parts, which will undoubtedly turn into many more 10 days if all of the complaints on this site is any indication!!

  ALL WE WANT IS A TECH TO BE ABLE TO COME OUT, CHECK THE FRAME, so when the SCISSORS are here another problem isn’t found and we have to wait MONTHS FOR REPAIR! This is more than a scissor issue!! Terrible, terrible business ethic!!

  

  Business response

  01/19/2024

  Dear *******,
  We are sorry you are experiencing issues with your lift chair. Our service department does use video to be able to see what is going on with the product. This enables us to order the part before going out to do the repair. The part needed for your chair has been ordered. Unfortunately, the part is on a backorder with the manufacture and will not be available to ship until 1/26. Once you receive the part, the service technician will contact you to schedule the repair. We do apologize for the delay in getting your lift chair repaired.
  Sincerely,
  SpinLife Customer Service

  Customer response

  01/24/2024

  
  
  There is more wrong with this chair other than what they are observing in video! I can tell there’s damage to the outside of a car via video, but not know to what extent until we look under the hood! My husband has repaired machines in our business for 34 years, and Spinlife’s way of “diagnosing” is astonishing. The Spinlife rep that viewed the video also said the extension was dragging the carpet when it isn’t!! Furthermore, he wasn’t even aware this chair has the extension for a tall person on it! I guarantee you, it needs more than what has been ordered and we will be put into a vicious loop of waiting on back ordered parts. Today is the 24th, we shall see. 
  Regards,
  
  ******* **********

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a lift chair, Vivalift Radiance, for my mother. My mother has used a lift chair for approximately 10 years. She is in the chair 24 hours a day. I wanted to go back to her previous distributor but she wanted this chair from Spinlife. I ordered the 3 year extended warranty with it. From the time of first use she noticed there is a stagger when it lifts, one side goes up first then the other. In addition, the phone charger works intermittently. I contacted the company in June. Eventually someone arrived to fix the issues. He stated an additional part was needed to fix the lift issues and would be ordered. After struggling for awhile with the phone charger it worked. Unfortunately, that was not sustained. It began intermittently charging again almost immediately. Multiple calls and no responses later, They finally stated in September they needed to send another service technician to evaluate these 2 issues again. We are now in January 2024. We have heard nothing. The chair continues with these 2 issues. The second repair technician did tell her that he did not know how long the repairs would take as they really are short repair persons in her area. My order number is 125490408. Needless to say, after reading these reviews and knowing my own experiences, Spinlife has been a huge disappointment. The elderly and infirm depend on these products for comfort and to have some quality of life. It is disgraceful, and should be illegal, to take advantage in this fashion.

  

  Business response

  01/18/2024

  Dear ***** *******,
  We are sorry for issues you are having with your Lift Chair. The parts needed to repair your chair have been ordered and will ship out directly to you. Once received one of our service technicians will contact you to schedule an appointment to repair your chair. We apologize for the delay in getting this handled. We will do our best to get this resolved and your chair back up and running.
  Sincerely,
  SpinLife Customer Service

  Customer response

  01/18/2024

  I accept the business's response to resolve this complaint.  I really hope that when the parts arrive, there is a technician available to install them. Nevertheless, thank you for your efforts. They are appreciated.

  Regards,

  ***** *******

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the Heritage LC-358 Line 3-Position. Upon receiving the chair it was not what I believed I had ordered. I contacted SpinLife to request a return authorization. I spoke to customer service agent ****** *************. Was advised that she would need pictures of the chair to send to the manufacturer, which were sent promptly. In further communications I was informed that a return would not be authorized because the chair had been unboxed and was now considered used medical equipment. This was the manufacturers policy. I did not order from the manufacturer, I ordered through SpinLife and believe that I am subject to their return policies. I requested to speak to a manager or supervisor and was advised to see their return policy. I have reviewed the policy and it clearly states that life chairs are eligible for return if not customized. It also states to unbox and inspect items ordered and delivered. I have not received any further information from the company.

  

  Business response

  10/23/2023

  Dear ***** *****
  We are sorry the Heritage LC-358 Line 3-Position is not the right chair for you but unfortunately Lift Chairs are a non-returnable item once they are in the customer’s home and unboxed per SpinLife’s return policy. This is listed under the product information on the SpinLife website. We do understand this is a big purchase so we do list the return policy on the product page so customers are aware when making a purchase. There is also a link to the return policy on the order confirmation received by email when the order is placed. We are sorry we are unable to accept a return for this item. Attached is a copy of the return policy listed on the product page. Also attached is a copy of the section of the order confirmation that shows the link to the return policy.
  Thank you,
  SpinLife Customer Service

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction was June 2023. Amount initially paid was $2,820. Had to pay an additional $913.12 in order to return the scooter. 

  I purchased an EW36 scooter from SpinLife in June 2023 in the amount of $2,820.60 for my son who has cerebral palsy. When I spoke to SpinLife's agent initially, I had discussed what my son's needs were and was told this scooter should meet his needs. We discussed such things as speed of scooter, dexterity of my son hands re brakes, etc. We were not provided with an operating brochure at the time. We were also told that SpinLife would provide technical support by phone upon delivery and after. We received the scooter and unpacked the crate. I drove the scooter and experienced things such as (1) when driving from the street up a slight incline to the garage, 12 inches in height in a 15 ft length driveway, I stopped midway and when attempting to accelerate, the scooter went backwards and rolled back to level ground before it would accelerate forward. Bottom line, you cannot stop on an incline as the scooter just rolls back, leaving one stranded; when we mentioned this to SpinLife, they told us we should have someone push him! The whole purpose of purchasing this scooter was to make my son more independent (2) the flag and the side bag, which were additional purchases, were not made for this model as we were told they would be; (3) the lock on the backrest did not lock. We called technical assistance as soon as we received the scooter, but was told to refer to the instructions inside. We tried to ask another question and was told they have other calls to attend to and we should refer to the instructions again. This is terrible customer assistance, especially as we were told they would be available. When we mentioned that the scooter did not start again if you stop on an incline, they told us we should have known that and it was in the owner's manual. We did not get an owner's manual until the scooter was actually delivered. My son also tried this scooter out and it was extremely frightening to him. I would have never purchased this scooter if I had been made aware of these issues ahead of time. When I spoke to them about returning the scooter, they said they would charge me an additional $637.94, plus $275 (pick up and repacking in crate, etc.), totaling $913.12. We spoke to management to discuss the situation many, many times and were told that this is their policy and we should have been aware of such in the owner's manual. We need to keep in mind that we never got the owner's manual until the scooter had already been delivered. Management was extremely rude, not helpful at all.

  

  Business response

  10/19/2023

  Dear ****** ***********
  We are sorry the EW 36 was not the right scooter for your son. All scooters are rated to a specific degree of incline that they can operate at. The product is delivered with the owner’s manual, it is not sent out before the product but that and any other product specifications can be found on our website. In order to return a product that is not suitable does require a restocking fee and return shipping fee.
  Thank you,
  SpinLife Customer Service

  Customer response

  10/22/2023

  I have reviewed SpinLife’s response to the BBB and must emphasize the information we received ahead of time does not deal with incline in the website’s specifications. I spoke to several representatives about specs on the scooter. There was no mention of incline issues by them; they should have dealt with this subject, and made me aware of the limitation of your scooter as I had explained the type of disability, etc.I intended to use this scooter for, my son.

  If the only source is the owner’s manual re incline, and the representative was not qualified to deal with the specific knowledge of “incline”, he should have, at the very least, directed me to the website owner’s manual, although the manual is also quite limited on this subject.

  
  When we called SpinLife, their technical support indicated my son should call someone to help him when the scooter lacked the incline capability. This is totally unrealistic in an everyday situation, especially someone with a disability; once again, the initial representatives were told of the situation when we initially were thinking about the purchase.

  
  This is a very dangerous situation and should have been one of the first things the representatives point out AND be put under specs.
  
  Regards,
  
  ****** **********

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was denied an exchange for a ROHO cushion even though I never once used the device (it was the wrong size even though that was the size that my seating clinic told me I needed). When I complained they said they would ask the manufacturer, then demanded a 20% restocking fee when the manufacturer agreed to take the return. This happened mid-September.

  

  Business response

  10/11/2023

  Dear **** **********
  We are sorry the Roho cushion you ordered was not the right size for you . Unfortunately, these items are normally not able to be returned. We were able to approve the return of the cushion since it was not opened and in original packaging but in order to return the restocking fees and return shipping would apply.
  Thank you,
  SpinLife Customer Service 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I obtained a Golden Companion 3-wheel scooter from this company about 10 years ago. I was happy with the scooter and the company so when it was time to replace it, I wanted to upgrade to a 4 -wheel scooter.

  So I ordered one from them. Because I believed them to be honest and reliable, I went all-in and ordered all the bells and whistles including a power seat lift, white glove delivery service, and 3-year extended service contract. My total bill was $3,444.49.

  When I received the new scooter the were some problems with the white glove delivery, but otherwise no trouble. However when I tried using the new scooter, I found it nearly impossible. Because of the seat lift there was little to no leg room for a person of my size (over 6 feet and 300 pounds}. Then I learned it was not returnable. Therefore I thought I would try to sell it myself.

  After contacting my salesman, ******* ****** and customer service ****** *************, I found that the service contract which cost $199.00 was not transferrable. Dealing with customer service ****** I requested a refund for the service contract, since it pertained to nothing tangible, was not and would not be used, and would cost them nothing to keep an established customer happy.

  I have since received an email from ****** that a refund was not going to happen.

  I am now really disappointed with what I thought was a responsible company. Spinlife receipt number is *********

  

  Business response

  10/11/2023

  Dear ****** *******
  We are sorry you are dissatisfied with your purchase of the Golden Companion Scooter . Unfortunately, at this time the scooter is not able to be returned. As a courtesy we will issue you the refund for the in home service contract. The refund will go back onto your credit card.
  Thank you,
  SpinLife Customer Service 

  Customer response

  10/12/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 13, 2023, I ordered a lift chair, a Comforter PR-505 with MaxiComfort - SpinLife Exclusive by Golden Technologies. The purchase included 1-Year In-Home Service. The chair worked fine until approximately three/four weeks ago. I contacted SpinLife on 9/7, and the company notified me they would order a new hand control, which I received; however, it also did not work. I immediately contacted them again asking that an in-home service call be made, according to the service plan that came with my original order. Since then, I've contacted them several times by phone (though I was not able to talk with anyone and wound up each time having to leave my phone number to call me back, which they never did) and by chat on their website, which led to three email messages saying that a technician would call me, but no one has called. Thus, I am filing a complaint about this company with BBB.

  

  Business response

  09/29/2023

  Dear ***** *******
  We are sorry for the issues you have experienced with your Golden Technologies PR 505 Lift Chair. The parts needed to make the repair have been ordered. Once you receive the parts the technician will be in contact with you to schedule the service call to repair your Lift Chair.
  Thank you,
  SpinLife Customer Service

  Customer response

  10/02/2023

  The lift chair has been repaired and the issue is resolved.
  
  ***** ******
  
  ###-###-####

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩